Brinks Home reduces cost per contact 67% by replacing inbound calls with messaging.

67% lower cost per contact

Reduced reliance on live agent support

30% reduction in call volume

Fewer inbound support calls

60% digital transactions

Up from 12%

Challenge

Brinks Home relied heavily on phone-based support, creating bottlenecks during peak demand and limiting how much the team could scale. Agents handled repetitive inquiries and manual escalations, driving up operational costs. Digital engagement options were limited, and customer satisfaction suffered, with digital channels starting at a negative NPS baseline.

SOLUTION

Quiq partnered with Brinks Home to implement AI-powered digital journeys using AI Studio. The system enables self-service across messaging channels, automates common workflows, and connects to internal systems. Customers can complete tasks like payments, troubleshooting, and onboarding through AI-guided interactions, while agents get streamlined routing and better tools to handle what comes their way.

Result

Customers now resolve issues and complete tasks through digital channels, reducing dependency on phone support. Agents spend less time on repetitive work and more time on complex interactions. The experience is faster and more consistent, with measurable improvements in cost efficiency, customer satisfaction, and digital adoption across the business.

The Challenge

Phone-based support was the primary channel for customer interactions — creating inefficiencies as demand increased. Agents handled high volumes of repetitive inquiries and relied on manual processes to resolve issues and escalate requests.

At the same time, limited digital tools meant customers had few self-service options. This led to slower resolution times, increased operational costs, and declining customer satisfaction.

Internal workflows were fragmented, and teams struggled to manage growing complexity across support scenarios.

How Quiq was deployed

Quiq implemented AI-powered digital journeys to modernize both customer and internal support experiences.

The system enables:

Self-service via SMS and chat for payments, troubleshooting, and onboarding
AI-driven automation for common customer requests
Integration with internal systems through APIs for real-time actions
A shift to asynchronous messaging for flexible customer interactions

Internally, Brinks Home introduced AI-powered routing and support tools to streamline agent workflows and reduce reliance on fragmented communication systems.

How the experience works

Customers interact through messaging channels to complete tasks on their own schedule.

They can make payments, troubleshoot devices, or onboard new equipment through guided, AI-powered interactions. The system provides step-by-step assistance and relevant information, allowing customers to resolve issues without waiting for live support.

When additional help is needed, interactions can transition to agents with the necessary context, enabling faster and more effective resolution.

How teams use it

The transformation reshaped how teams operate across customer experience and internal support.

Agents no longer spend time on repetitive inquiries and manual escalations. Instead, they focus on higher-value interactions that require human judgment.

Internal teams benefit from streamlined workflows, including automated routing and dedicated tools for resolving requests.

The organization also gains better visibility into customer interactions, enabling continuous optimization of digital journeys and support processes.